Role: Delivery Head - Managed Services/Professional Services

What will you create and do?

We are looking for a Head of Delivery to lead and scale the end-to-end customer delivery organization at Conversive (SMS Magic). This role will own the entire customer lifecycle across pre-sales demos/PoCs, onboarding, implementation, customer success, and ongoing support.

You will lead cross-functional teams across multiple geographies and time zones, ensuring successful delivery of projects, high customer satisfaction, strong product adoption, and growth in managed services revenue.

This is a strategic leadership role responsible for building processes, improving delivery maturity, driving operational excellence, and aligning teams across Support, Customer Success, and Implementation. The role will also work closely with Sales, Product, and Leadership to ensure customers achieve measurable outcomes through Conversational Messaging solutions.

What will qualify you for this role?

Essential:

- Strong experience leading Managed Services / Professional Services / Customer Delivery organizations

- Proven ability to manage global teams across time zones and multiple functions

- Strong leadership experience in Customer Success, Implementation, Support, and Client Delivery

- Experience managing P&L, budgets, and revenue ownership for service organizations

- Ability to design and scale delivery processes, frameworks, and operational systems

- Strong customer engagement and stakeholder management skills

- Ability to manage complex client escalations and enterprise accounts

- Experience working closely with Sales, Product, and Technology teams

- Strong understanding of SaaS delivery models and customer lifecycle management

- Strong people leadership, hiring, mentoring, and organizational building experience

Desired Skills:

- Experience in Conversational Messaging, CPaaS, or SaaS platforms

- Industry exposure to Healthcare, Finance, Real Estate, Education, Contact Centers, or similar sectors

- Understanding of CRM platforms, Marketing Automation systems, and Contact Center technologies

- Experience building self-service platforms and customer reporting systems

- Ability to drive customer adoption and product-led growth initiatives

- Strong operational mindset with a focus on SLA management and delivery excellence

Experience Range: 15+ Years

Education Qualification:

- Bachelor's Degree in Engineering, Technology, Business, or related field

- MBA is preferred.

Key Responsibilities:

Delivery Leadership & Customer Lifecycle Management:

- Own delivery of all client services across the customer lifecycle including demos, PoCs, onboarding, implementation, and ongoing support

- Ensure projects are delivered as per SLA commitments and agreed delivery plans

- Lead teams responsible for Customer Support, Implementation, and Customer Success

- Manage delivery across multiple time zones and global customers

Organizational Leadership:

- Build and scale a high-performing delivery organization

- Hire, mentor, and develop team leaders and managers across functions

- Drive training, capability building, and skill development across teams

- Create a strong culture of customer success and accountability

Managed Services Revenue & P&L Ownership:

- Own the Managed Services P&L, budgets, and revenue targets

- Drive product adoption among serviced customers

- Align delivery performance with business growth and revenue outcomes

Process, Systems & Delivery Excellence:

- Build and implement delivery processes, playbooks, and operational frameworks

- Develop systems that enable client self-service and service transparency

- Ensure systems capture relevant data and generate insights for customer success and risk identification

- Monitor key delivery metrics and identify red flags proactively

Customer Success & Product Adoption:

- Create playbooks and frameworks to guide customer onboarding and adoption

- Build expertise around customer journey, implementation best practices, and messaging strategies

- Champion Conversational Messaging adoption across different communication channels

Market & Industry Expertise:

- Develop expertise in target industries such as Healthcare, Finance, Real Estate, Education, and Contact Centers

- Understand business processes and systems such as CRM, marketing automation, and contact center tools

- Provide insights into market trends, customer needs, and product adoption

Cross-Functional Collaboration:

- Work closely with Sales teams to prioritize projects and support strategic customers

- Partner with Product and Technology teams to identify product gaps and improvement areas

- Provide insights on product adoption, feature gaps, and customer feedback

Executive & Customer Engagement:

- Represent the company in executive-level customer discussions and strategic projects

- Support major client engagements including delivery reviews and issue resolution

- Travel to customer locations for project reviews and relationship management when required

Key Result Areas (Success Metrics):

- Managed Services P&L performance

- Customer product adoption and engagement metrics

- Project delivery timelines and TAT

- SLA compliance and delivery quality

- Reduction in customer escalations

- Customer satisfaction and retention

- Identification of product gaps and improvement areas

Reporting Structure:

- Reports to: COO / Executive Leadership Team

- Owns Department: Customer Support, Onboarding & Implementation, Customer Success

- Manages teams across multiple geographies and time zones

About Conversive (SMS Magic):

Founded over 17 years ago, Conversive (SMS Magic) has become a trusted messaging leader for businesses around the world. We work with global customers across industries including contact centers, financial services, higher education, retail, staffing, wellness, and more. Our customers range from small and mid-size businesses to large global enterprises.

Our commitment to every customer is: "We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition."

If you can confidently demonstrate that you meet the criteria mentioned above, we would love to hear from you.

Conversive (SMS Magic) is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.

Read more about us:

https://beconversive.com/

https://www.sms-magic.com